User POV :"Wow, provider is a really shitty entity and had no respect for my legitimate problem."
Provider POV: "We get a huge number of illegitimate claims identical to legitimate ones regularly, the system would collapse if we didn't do heavy triage, the problem is the level of abuse, not a moral bankruptcy on our part."
I suppose "this is why we can't have nice things" captures some of it.
This kind of article is actually useful because it raises the risk of actual reputational damage thus encouraging companies to do more.
It's not unimaginable that just 0.001% of your users (in terms of actual humans / entities physically using your service) are fraudsters, but 99% of your signup or login attempts / interactions with your service / "I'm not a fraudster, pinky swear" support claims are fraudulent.
Scaling is not a right.
God I wish this could be plastered in letters 1000 feet high above Silicon Valley.
That's what happens when trust erodes, and why we can't have nice things.
If anyone should be be more understanding and absorb the costs to appease the other, it's probably the big corp, not the little guy.